💡 FAQ — How Can We Assist?

At We Make Melts, we’re dedicated to making you happy with your experience. Below are some of our most asked questions. If you can’t find your answer, feel free to reach out — we’d love to help.

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What are the payment options?

We accept debit or credit cards, PayPal, Klarna and Clearpay to enable you to spread your payments, plus Apple and GooglePay.​​​​

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What delivery options are there?

Royal Mail is the most trusted delivery provider when compared with other major UK delivery providers. (1) They’re the greenest delivery partner for parcels and letters in the UK (2) too: perfect for eco-friendly shoppers.

 

We use Royal Mail Parcel 24 and 48 Tracked (unsigned). For more information on these tracked services provided by Royal Mail go to their website UK parcel and letter services for businesses │ Royal Mail Group Ltd 

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Expedited delivery is also available — email us at contact@wemakemelts.co.uk to arrange. We prefer not to do same-day dispatch to give wax time to cure properly.

 

You can make your preferred shipping choice at Check Out.

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RM Parcel 48 Tracked

This service aims to deliver in two to three working days. We’ll send you a tracking number at the point of dispatch and you will then be able to track your order.

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• Shipping fees (as of April 2026):
   • Up to 2 kg: £4.45
   • Up to 10 kg: £9.05
   • Up to 20 kg: £13.65

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RM Parcel 24 Tracked

This service aims to deliver the next working day (including Saturdays). We’ll send you a tracking number at the point of dispatch and you will then be able to track your order.

• Shipping fees (as of April 2026):
   • Up to 2 kg: £5.70
   • Up to 10 kg: £10.25
   • Up to 20 kg: £15.65

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Free shipping

• We offer free shipping on orders over £75.

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Collection

• Local collection is available — choose “collection” at checkout or contact us for local drop-off.

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How do I track my order?

Prior to shipping you can contact us directly and the easiest way is to drop a message in chat.

 

At the point of shipping you will be contacted to provide you with your tracking number. Go to Track your Item | Royal Mail Group Ltd 

 

Simply add the tracking number in the box provided and click "Track your delivery" for the relevant information.

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Do you offer a regular (subscription) order service?

Yes! Our subscription makes reordering effortless:

• Your subscription includes 5 snap bars + 20 melt shapes across 7 fragrances.

• Cost: £24.95.

• Gifted subscriptions are available.

• After the first dispatch, you can cancel with 7 days’ notice.

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What is your return policy?

We want you to be delighted with your purchase. If not, here’s how returns work:

• Contact us at wemakemelts@hotmail.com (name, order number, and reason) within 30 days of receiving your order.

• Return the item unused, in its original packaging.

• If the return is due to our mistake (wrong item sent, etc.), we’ll cover the return shipping.

• If it’s a change-of-mind return, shipping costs are yours.

• Use a tracked service — we’re not responsible for items lost in transit.

• Once we receive and check the item, we’ll refund your original payment (minus original postage unless our error).

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Are wax melts safe?

Yes — when used correctly. Here’s what you should know:

• We adhere to CLP (Classification, Labelling & Packaging) regulations. All melts are labelled with safety information, hazard pictograms, ingredients, and precautions.

• Use burners properly, keep melts and burners away from children and pets, and never leave them unattended.

• Our wax is soy based, made in the UK, sustainable plant based, vegan-friendly and biodegradable.

• Our glitter suppliers provide eco glitters which are vegan and never tested on animals. The glitters are 100% finest cosmetic grade – Made in the UK. Glitters are cosmetically certified, EU1223/2009 compliant and FDA compliant.

• The mica powder we source is a superb resin dye colorant which is crafted with naturally ground stone mica, free from harmful chemicals and irritants. It is cosmetic grade, non-toxic, cruelty and vegan free.

• We use premium fragrances which are UK supplied, paraben and phthalate free, vegan-friendly and do not contain any animal products or components. Products are not tested on animals.

• Some fragrances are marked as harmful to aquatic life — this is mainly about disposal, not about burning in your home.

• Always read the label before use.

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Why do some melts look mottled or have a white, frosted appearance?

This effect, known as “frosting” or polymorphism, happens when natural vegetable wax solidifies. It’s purely visual and doesn’t affect performance. The white crystalline layer disappears when the wax is heated.

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How long do melts last?

A lot depends on:

• Room size

• Burner type

• Wax quantity

• Air circulation

As a guide:

• 7–10 g of melt: scents a room for 6–10 hours

• Snap bar chunk: typically 8–10 hours each

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What packaging do you use?

We use eco-conscious materials wherever possible:

• Bags: biodegradable, UK-produced, plant-based, plastic-free (EN 13432 and OK BIOBASED certified)

• Some items are packed in re-sealable polyethylene bags (non-toxic, reusable)

• Boxes: strong but lightweight and recyclable

• Mailers: multi-layered, waterproof, crush-resistant, reusable, and recyclable

• Some orders may also be cushioned with biodegradable bubble wrap, acid free tissue or plant based 'peanuts'

• Burners will be shipped in their original packaging as provided by the manufacturer

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Can I avoid shipping costs if I collect?

Yes. You should choose “Collection” at checkout and contact us to confirm arrangements. If you prefer drop-off locally, contact us before placing your order.

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How do I contact you?

Email: contact@wemakemelts.co.uk
Or use “Let’s Chat” on our website. We aim to respond as quickly as possible.

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(1) Mintel Online Retailing Consumer Report 2023. Research conducted with Online Shoppers.
(2) Based on publicly available reported gCO2e per parcel from other UK parcel operators.